Technical Support Engineer

This role provides technical support to customers and partners by diagnosing, troubleshooting, repairing, and debugging NetApp products, including complex escalations that go beyond first-line support. The position also supports knowledge sharing and occasional technical training, with additional value placed on an interest in AI and comfort using AI-driven tools.

Location and Work Model

• Location: Morrisville, North Carolina, United States
• Work model: Hybrid

Most roles include some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Compensation

• Target salary range: USD 125,000 - 135,000 per year

Role Responsibilities

• Resolve technical issues that remain unresolved by initial NetApp product support.
• Collaborate with other NetApp Technical Support teams and escalate complex cases to Engineering.
• Create knowledge base articles to document information and best practices.
• Develop deep expertise across NetApp ONTAP architecture, including Core, Hardware, WAFL, NAS, SAN, and Performance.
• Troubleshoot challenging technical problems while prioritizing excellent customer service.
• Report design and reliability problems or code issues to software engineering.
• Occasionally design and deliver technical training or brown-bag sessions.

Required Qualifications

• Minimum 10 years in a similar technical support role.
• Communication skills: Good written and verbal communication skills, plus strong interpersonal and customer service skills for high-stress and/or ambiguous situations.
• Ability to coordinate and collaborate with other GEO peers.
• Strong aptitude for learning new technologies and applying them in a customer-facing environment.
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.
• Understanding of AI tools, systems, and practices.
• Willingness to work weekend night shift for Fri, Sat, and Mon to manage high critical or Priority customer calls and cases handled through queues.
• Education: Bachelor’s degree in Engineering or Computer Science, or equivalent experience.

Technologies and Tools

• NetApp ONTAP, WAFL, NAS, SAN
• iSCSI/FC, NFS, CIFS/SMB
• Object storage (S3), TCP/IP, VLANs, routing
• VMware, Container Storage, Hyper-V, XenServer
• UNIX/Linux, Microsoft Windows
• Oracle, SAP, Microsoft Exchange, Microsoft SQL Server
• Snapshot/ShadowCopy technology
• AI-driven tools
• Additional listed cloud concepts: Blob, EBS

Preferred Technical Skills

• Data Protection & Backup Expertise: Enterprise backup tools, replication technologies, backup strategies, and recovery concepts.
• Storage Systems: NetApp ONTAP architecture, Core, hardware, SAN (iSCSI/FC), NAS (NFS, CIFS/SMB), and object storage (S3).
• Networking Fundamentals: TCP/IP, VLANs, and routing.
• Virtualization & Platform Integration: VMware and Container Storage.
• Cloud & Hybrid Storage: General knowledge of cloud concepts including S3, Blob, EBS.
• Operational & Troubleshooting Skills: Root cause analysis across storage, network, and backup layers, plus performance analysis.

Additional Exposure

• UNIX/Linux configuration, administration, and technical support.
• Microsoft Windows environment configuration, system administration, and technical support.
• Interoperability of enterprise applications such as Oracle, SAP, Microsoft Exchange, and Microsoft SQL Server with storage systems and solutions.
• Server and desktop virtualization solutions including VMware, Hyper-V, and XenServer.
• Backup solutions involving enterprise applications.
• Snapshot/ShadowCopy technology.

Benefits

• Health Insurance
• Life Insurance
• Retirement or Pension Plans
• Paid Time Off (PTO)
• Various Leave options
• Performance-Based Incentives
• Employee stock purchase plan
• Restricted stocks (RSUs)

Job Category and Identifier

• Job Category: Customer Support
• Job ID: 136593-en_US

AI Disclosure

For select roles, some stages of the hiring process may use artificial intelligence tools to help evaluate applications and candidate selection.

How to Apply

Applications are reviewed only if submitted through NetApp’s company website.